Premium Content

Access "Contact center technologies combat customer frustration with automation"

This chapter is included in the "Forging the path to tomorrow's CRM" E-Book.
customer_experience_management_ch1.png

Sponsored by SearchCRM

Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like interactive voice response, virtual agents and automatic call distributors were created to do so. Why then are companies -- Discover Financial Services among them -- trying to avoid them?

In this e-book chapter, readers will learn why automation technologies -- regardless of intent -- don't work for every situation. While they don't bother a customer who calls to check an account balance, they frustrate callers who have specific questions about a product. Next, we look at frequently automated components of customer service, such as IVRs and virtual agents, and why some of them have succeeded -- and are still in heavy use -- while others haven't. Finally, we circle back to the biggest problem facing contact centers today: identifying situations that should never be automated -- places where the human touch is still necessary.  Access >>>

Access TechTarget
Premium Content for Free.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

More Premium Content Accessible For Free

  • Contact center upgrades to clear up complex customer service
    old-hat_technologies.png
    E-Handbook

    Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels...

  • Modernizing customer relationship management systems today
    modern_contact_center.png
    E-Handbook

    If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the ...

  • Forging the path to tomorrow's CRM
    customer_experience_management_ch1.png
    E-Book

    Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and ...